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IT Help Desk Survey
The document summarizes the results of an IT help desk survey conducted in 2014 with 201 senior IT management respondents from various industries. It found that IT service management was the second most important IT initiative, behind only mobile. The top goals for implementing ITSM were improved security, efficiency, and performance. The most adopted aspects of ITSM included problem management, incident management, and IT service continuity management. 38% of organizations expected to complete their ITSM implementation within 3 to 6 months.
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IT Help Desk Survey
- 1. Cherwell Software www.cherwell.com © 2014 Cherwell Software, LLC All Rights Reserved Cherwell Software IT Help Desk Survey November 2014
- 2. www.cherwell.com © 2014Cherwell Software, LLC All Rights Reserved IT Help Desk Survey, 2014 THE SURVEY • Survey performed by ReRez, September 2014 • Online survey conducted through a range of online research panels • 201 U.S. respondents in Senior IT Management • Cross industry • IT department sizes ranged from small teams to over 1000 employees
- 3. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved IT INITIATIVES Results show that IT service management was the second most important IT initiative, second only to Mobile, and more important than: • Cloud • Virtualization • SDN • Agile software development
- 4. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved WHY ITSM Results of those implementing ITSM showed that the goals for ITSM in order of importance were: • Improved security • Efficiency • Performance • Service • Lower IT cost
- 5. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved ADOPTING ITSM Most adopted aspects of ITSM were: • Problem management • Incident management • IT service continuity management • Information security management • Analytics and reporting Least implemented: • ITSM portal • Service asset and configuration management • Release and deployment management
- 6. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved ADOPTING ITSM Of the organizations implementing ITSM 38% expected to complete ITSM implementation in 3 to 6 months
- 7. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PROBLEM AREAS At least 70% of the respondents had at least one significant problem area.
- 8. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PERFORMANCE OUTCOMES 79% - 89% of IT respondents think that they perform somewhat/extremely well on various metrics • Quality of their IT service • Computing performance • IT staff productivity
- 9. www.cherwell.com IT HelpDesk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved PERFORMANCE OUTCOMES 79% - 89% of IT USERS think that IT performed somewhat/extremely well on various metrics. • Computing performance • IT efficiency • IT staff productivity
- 10. IT respondents believethat many or most of their organization perceives IT as: • 41% IT is a drag on technical innovation • 37% believe IT is out of touch with the organization www.cherwell.com IT Help Desk Survey, November 2014 © 2014 Cherwell Software, LLC All Rights Reserved
- 11. DIFFERENCES BETWEEN TOPTIER AND BOTTOM TIER IT organizations were differentiated between those following best practices (top tier) and www.cherwell.com those following strategic management methodologies (bottom tier) Topic Top Tier Bottom Tier © 2014 Cherwell Software, LLC All Rights Reserved • IT Shop Performance (self rated) • IT Shop Performance (user rated) • Perceptions about IT: – Proactively pursues technical innovation – Responsive – True business partner 85 – 94% 85 – 93% 82% 81% 76% 71 – 81% 62 – 83% 63% 65% 57%
- 12. Innovative Technology Builton Timeless Values Questions? www.cherwell.com © 2014 Cherwell Software, LLC All Rights Reserved
Editor's Notes
- #3 - Independently monitored by Connect Marketing - ~ 120 IT professionals responded - Most respondents held a management role within their organization - Organizations were med. to lg. sized, median user pop. of 1630 - IT department sizes ranged from 2-4 to over 1000 employees - Industries ranged from internet – manufacturing – medical – government/scientific – transportation – legal – etc. - IT organizations were further differentiated between those following best practices (Top tier) and those following strategic management methodologies (Bottom tier)